Beth Boen is on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!
Five potentially detrimental customer service myths
Have you or a business you know fallen for any of these customer service myths?
In this article, we look at what I consider to be five detrimental customer service myths that many decision makers might have heard or believe.
#5 - We already have good customer service, we don't need to worry about customer service training. If this is the case for your organization, first congratulations! The reality of today is poor or just OK customer service has become the norm and most companies fall short at providing basic customer service. Very few companies have the kind of exceptional customer service that have customers telling great stories and referring others they know. That takes WOW customer service. Even if you have WOW customer service, how do you measure it and continually monitor it so it never loses it impact? Consider customer service surveys, asking for online reviews, and secret shopper programs.
#4 - We don't have a customer service department, so we don't need customer service training. You can be a solo-entrepreneur to an employer of any size to benefit from customer service training. Anyone who has any contact with any customer - internal or external customers - can benefit greatly from formal customer service training.
#3 - Customer service training is not as important as sales training. The best sales people have exceptional customer service skills. In my career, I grew up in sales. I was on a sales team with 16 peers. We all had the same sales training, but it was those of us with exceptional customer service skills, who were always placing in the top three of sales contests.
#2 - You cannot measure the ROI on customer service training. Contrary to this myth, you can measure the effects of WOW customer service. There are many ways to measure this. One study done revealed that companies who provide exceptional customer service consistently, can often times spend half the money in marketing than those who do not.
And, the #1 Customer service myth is...
We don't have any negative feedback, so we have great customer service. Absence of feedback does not equate satisfaction. If you do not have positive online reviews nor negative reviews, that does not mean you have great customer service. If you are not actively seeking feedback from customers, you can never be sure you have WOW customer service.
Contact The Voice CX for more information on our services that can help any company know for sure if they have WOW customer service.